Define concurrent workload limit - > Assign a capacity profile to the CSR.

Prevent new work until conversations are closed - > Block capacity for wrap-up in the workstream.

Capacity profiles are the unified-routing mechanism for controlling the type and quantity of work that representatives can accept. A capacity profile specifies a work-item limit and can be assigned to individual representatives. Microsoft states that when assignment blocking is enabled and the profile limit is reached, the representative is not automatically assigned additional work. This makes a capacity profile the appropriate mechanism for defining concurrent workload limits across Contact Center channels.

The second requirement concerns what happens after the active interaction ends. Dynamics 365 conversations enter a Wrap-up state before becoming Closed. The workstream's Block capacity for wrap up setting controls whether the representative's consumed capacity remains unavailable during this period. With capacity blocked, the representative does not immediately regain that capacity simply because the live portion of the conversation ended. Microsoft supports Always block, Don't block, and Custom time behavior.

Changing persona mappings does not control workload. Queue priority determines which work receives routing preference, not a representative's concurrency ceiling.

Study Guide reference: Configure work distribution - > Configure capacity profiles and workstream work-distribution settings.